Comments: SalesForce a robust CRM that enables enterprise businesses to use account and customer information to improve customer relations, increase marketing and sales success and extract business data.

Pros: I've spent more than 3 years administrating/ consulting for many companies on salesforce implementation and continue to find ways to make it work even better. Salesforce provides one of the most well-integrated, predictable and feature-rich CRM that I've worked with and implemented. There are so many ways that I can tailor Salesforce to businesses. This product is one of the most robust platforms out today and is great for any sales team. This CRM helps companies by keeping track of all sales related information. It also offers custom reports which is one of the best features, This will provide companies with business analytics to understand where we need to improve sales processes. I will say as an administrator of this product there is a little learning curve to help a company utilize all of the functionality of this product, but once you have a grasps you will see a huge difference in company sales!!!

Cons: This CRM can be expensive for small-scale business. There are a lot of customizations that would be needed in the implementation process, which adds to cost of development. I would recommend hiring a SalesForce Administrator/Developer for your team for the implementations process and general maintainenece. This would help cut down the cost by not using SalesForce to do it for you, plus I do think their customer support is lacking.

Marketing Cloud is the optimal integration for our Salesforce-powered website

Jan 16, 2018

Bill H.

Director of Marketing

Retail, 51-200 employees

Used the software for: 6-12 months

Reviewer Source

Source: Software Advice

4/5

Overall

3
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: We love the integration with our current Salesforce Commerce Cloud website and the ability to track everything within and not worry about dozens of different integrations to accomplish the same thing. Because Salesforce is a larger company, you can expect great support, knowledgeable account managers, and constant improvements.
As with any platform, there are things we'd like for it to be able to do, I'm confident that in time, many of those things will become available. And anything that doesn't, we'll continue to use 3rd party integrations.

Pros: As with all things SalesForce you can expect nothing but the top level of customer support and options. We currently run a Salesforce website, so the integration is flawless and easy. There's not much additional setup or any big learning curve to start using it.
The Marketing Cloud is a great way to easily manage our social media accounts, facebook posting, and email automation solutions. Because this platform is integrated with our website, it's still very easy to have outside vendors and software solutions that integrate with it. An example of that is that we still use Mailchimp to help manage our email channel even though the Marketing Cloud offers an email solution as part of their software.

Cons: The main disadvantages of using this software are pretty much the same disadvantages of any of the Salesforce platforms and/or integrations. For the uninitiated those are:
- Some of the most costly software that accomplishes the same tasks as other platforms
- Can be a bit complicated to navigate due to the sheer possibilities + abilities you have using the Salesforce platform.
If you understand both the expenses associated with using Salesforce and have people who can either learn it, or teach it, then i'd say there's no other real disadvantages to using it!

Worked for SFMC and used the platform daily for 2 years (Agency side, in Services)

May 02, 2018

Verified Reviewer

51-200 employees

Used the software for: 2+ years

Reviewer Source

Source: Capterra

4/5

Overall

2
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: The first email platform I worked on was SFMC. Definitely the strongest features of the platform were the ability to customize so much through the use of Ampscript functions, content areas, and data extensions, as well as the ability to segment and cohort large amounts of user data with the power of having a full on SQL editor to do so.

Cons: The platform was hacked together on the backend, and whoever headed up product did not do a good job of making the UX/UI cohesive. Extremely slow to execute queries on large data sets, and until they moved it into Automation Studio, there was no way to know when your query finished running, or what the error was if it ran into one. On the UX/UI side, who the heck made the decision that Emails and Data Extensions could be shared across Business Units, but User-Initiated Sends/Queries/Scripts, etc can't? It's not consistent, random items can be shared, while others can't and must be manually copied over to the other Business Unit.

Overall: After moving off of SFMC, I was definitely hurting for the robust nature of personalization and segmentation that was offered through the proprietary Ampscript language, and the full SQL editor to run queries on data extensions. Although I think that it could have been built in a smarter way to execute processing of queries faster, and have a better UX/UI, the power that's available to a slightly more tech savvy marketer is unmatched.

A heavy hitter, but work to be done in UX

Jan 10, 2018

Jamie M.

Sr. Assoc. Director, Digital Marketing

Primary/Secondary Education, 1001-5000 employees

Used the software for: 1-2 years

Reviewer Source

Source: Software Advice

4/5

Overall

3
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: Despite being somewhat clumsy in real-world use, Marketing Cloud is a powerful, high quality suite for those looking to pursue robust, personalized digital campaigns.

Pros: This is an outstanding product for 1:1 engagement with an existing audience. We're still somewhat new to it, but are quickly coming up to speed. Best modules are open APIs, Journey Builder (basically pulls the entire suite together to build repeatable workflows), Audience builder (works hand/glove with Journey Builder), and Mobile Studio. It will take time for us to gather enough behavior and other attribute values to really put this to work. But it has plenty of horsepower and data tools and really get us to advanced personalization and performance analysis.

Cons: The suite is a set of modules cobbled together via the original product (ExactTarget) and new apps purchased by SFDC (e.g., Social Studio, which as Radian 6). This makes it cumbersome to assemble an entire campaign because you're constantly pinging back and forth through different modules (via a tabbed interface) to get things done. It's probably too late now for a truly unified, campaign-based UI, so it will have to do.

B2B eCommerce leaders is in your future!

Jun 28, 2018

Kimberly P.

Sales Development Representative

Marketing and Advertising, 201-500 employees

Used the software for: 2+ years

Reviewer Source

Source: Software Advice

5/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: Salesforce Marketing Cloud is one of my favorite software because it unlocks your potential using the B2B Marketing Automation. I believe that Salesforce Marketing Cloud is made for B2B and also B2C to raise the ROI of every product/ project that you have. It's a marketing automation tool that send qualified leads relevant content to bring customers and prospects closer to making a purchase, helping marketers be more efficient by helping them focus on getting the right prospects interested in their products.

Pros: It's a powerful sales software and secure more meetings with prospects, increase sales opportunities, and ultimately achieve revenue goals. Salesforce Marketing Cloud provides them with the sales intelligence they need about prospects to understand the best ways to engage.

Cons: Based on my 2 years experienced with Salesforce Marketing Cloud and same goes with all kinds of Salesforce product or sotware, there's nothing I can say but great job! Your excellence met my expectations.

Salesforce,

Mar 14, 2018

Chaplin M.

CEO, Director of Development

Computer Software, 1-10 employees

Used the software for: Less than 6 months

Reviewer Source

Source: Software Advice

5/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

4
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: Overall, Salesforce is an EXCELLENT choice for small and medium size organizations. No matter what your company is engaged in, nor the workflow you utilize, this is a CRM that has got you covered! Impetus Global Technology provides our clients with a LARGE assortment of products and services, which has always been a source of problems when searching for line-of-business software stacks. Salesforce is the first application that we have employed as a CRM, which has addressed our need for a very flexible solution, while maintaining the ease of use and affordability of deployment and maintenance.

Pros: The pros that come inherently, with Salesforce, number far in excess of the amount of reading, anyone wants to give some review from the typical CEO. Therefor I will provide a direct, concise, list of the benefits we attained at Impetus Global Technology when we adopted this software.
* Effective Cost
* Time-Saving Ability
* Support
* Ease of Use and Training Availability
* Extensible by Nature
* Incentives to Sales Employees

Cons: Honestly, the task of espousing a list of Cons, towards this business tool has proven quite the challenging endeavor. Not only am I CEO, but also I hold the position of Director of Software Development. Speaking now as a developer, I would encourage introducing more direct compatibility with Visual Studio and/or the JetBrains stack. By the previous statement, I mostly refer to some sort of Extension or Framework that can be utilized through something such as a Xamarin or WPF application to source business data.
From the view of an Executive, I cannot honestly provide any criticism that would merit the publishing of a review.

Pros:
You can send emails, SMSs, Mobile Push notifications as Super messages....
End to End Automation with Automation studio and Journey Builder
It's better than using 3 x 5 index cards
User friendly and super easy to learn new options/reports.

Cons: Costly Time-intensive
Little training unless purchased separately.
It can be very overwhelming at first learning Marketing Cloud as a whole.
Back-end can be complex; expensive for small scale businesses; can be time-consuming to learn to use

Fantastic Platform For Marketing

Jun 05, 2018

Russell C.

Email Developer

Religious Institutions

Used the software for: 2+ years

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

1
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: There's a lot that we use the marketing cloud for. Automation, email, journey builder, etc. It's something that helps us work with such a massive audience. We can send emails easily and import our own templates. It's also great for automating workflows and building out dynamic emails to save time in the future. You're really able to dig into personalization with this tool and really connect with your customers.

Cons: The customer support. The support is horrible. You have to call this number (if you can find it) and then bounce around an automated system that usually ends with a message to check the online forums for help. If you have any kind of emergency or need help ASAP you're not going to get it.

Overall: You get the benefit of an easy to use email platform, and the ability to automate workflows to enhance the personation of your customers.

Salesforce Marketing Cloud Review

Dec 05, 2018

Verified Reviewer

Oil & Energy, 1001-5000 employees

Used the software for: 2+ years

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: If you are using other Salesforce Cloud solutions this easily integrates into your overall marketing strategy. The support team is very helpful and answers question in a timely fashion. They are great to work with!

Cons: If you don't use other Salesforce Cloud solutions you won't get all the benefits of this tool. It really helps to use all Saleforce products if you want synergy among all of your initiatives. It is a costly investment, but if you are willing to spend the money the cloud solutions can really help grow your business and make your team more efficient.

Overall: I love Salesforce products. I think investing in the cloud solutions was one of the best decisions my team has made. We are able to manage our social channels with ease.

Terrible product, terrible support

Jul 07, 2018

Verified Reviewer

Internet, 11-50 employees

Used the software for: 6-12 months

Reviewer Source

Source: GetApp

1/5

Overall

1
/
5

Ease of Use

2
/
5

Features & Functionality

1
/
5

Customer Support

1
/
5

Value for Money

Pros: The personalization options are pretty cool. But when you use them (with AMPscript) the Journey Builder is pretty much useless as Engagement Splits don't work with them.

Cons: Where to start.
- Extremely buggy system. We had multiple issues with the Journey Builder that resulted in a number of our subscribers receiving thousands of emails which put us on the spam list for Gmail.
- The Journey Builder is extremely rigid. You have to create new versions if you want to make even the smallest edit. Then you'll likely need to double check every single step because things break super easily.
When you update emails that are used in Journeys in Content Builder, you need to go into these Journeys and manually update these emails again to make sure the changes take effect. You can try to solve this with Reference Content but then Engagement Splits don't work because it cannot see the URLs. Same goes for using Dynamic Content. Also, current subscribers in the existing version of a journey cannot be placed into the new version of the journey. Lastly, you can only add subscribers to retargeting audiences but NOT REMOVE them from these retargeting audiences. You'll have to create ANOTHER retargeting audience (for which you have to pay extra) to exclude these in e.g. Facebook. Compare that with a cheap tool like ActiveCampaign and you're just amazed how bad Marketing Cloud is. Especially Journey Builder is the worst app I've ever come across.
- The platform is basically not usable without Salesforce CRM. This creates a number of problems, e.g. not being able to simply send a realtime response email when someone fills a form on your website. Also, even though it's the same company, the integration between Salesforce and Marketing Cloud is complex and just basically terrible.
- Cloud Pages Smart Capture forms are useless. It doesn't accept people that are already in the data extension that is connected to a particular Smart Capture form but it does not warn you about this in any way. Also, if you use Salesforce as your DoR you can't use Smart Capture forms but are forced to build custom AMPscript code due the ContactID being created in Salesforce (not possible in Marketing Cloud).
- As I mentioned above, functions don't work well with each other. This because they just bought a bunch of different companies and tried to tie it together. This also makes it very difficult to navigate as some functions overlap while others are completely incompatible. The system is also very slow. Loading times are not rarely over 10 seconds. This makes working with it daily a true torture.
There are numerous other smaller bugs and annoying things that I don't have time for to write down but if I can summerize, if you want your marketing team to be lean, flexible and successful then do yourself a favor and pick any other system.

Powerful Marketing Solution

Apr 17, 2018

Nathan E.

Director of Marketing

1-10 employees

Used the software for: 6-12 months

Reviewer Source

Source: Software Advice

4/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: When you connect all the different pieces of Salesforce software that are applicable to your organization, the results are astonishing. Having used other CRM and Marketing Softwares and having to integrate the two was far more difficult than using the various aspects of Salesforce. It is fantastic to have it all in once place. It connects easily to Google Suite apps and is overall easy to use for the technically inclined and after a little training your less technically inclined employees will have no problem with it.

Cons: For those that are not technically inclined, the learning curve can be difficult. The integration of a large business application can be extremely lucrative, however the kick starting period can be a turn off. For small businesses that have multiple solutions to the problems that Salesforce can solve, the transition period can be difficult to cope with.

Salesforce Marketing Cloud - the best of the best

Sep 26, 2017

Frank K.

EPMO

Management Consulting, 10,001+ employees

Used the software for: 2+ years

Reviewer Source

Source: Software Advice

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: A great piece of software that possesses all the functionality out of the box to make you successful

Pros: Salesforce continues to maintain its leadership position in this space by constantly bringing new & improved functionality to the table that meets it users needs. Additionally there are 3rd party products that work hand in hand with Salesforce that enrich its capabilities

Cons: Salesforce is somewhat pricey but if you utilize all of its functionality it will deliver an ROI and help you scale by automating a number of your key functions

Versatile platform with many possibilities!

Oct 10, 2017

Michelle A.

Sales Director

Management Consulting, 11-50 employees

Used the software for: Less than 6 months

Reviewer Source

Source: Software Advice

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: Tons of resources!
Look on the community site for answers to your questions or just to see what is possible!
Make sure someone goes through the training modules online-Trailblazer

Pros: You can hire a consulting company to change Salesforce to fit your business needs if you don't have the time or knowledge to do so (we hired Cloud Creations on the referral from our sales manager). The community is so large and expansive that you could easily find a fix to any sort of business problem you are having. We really needed a platform that integrated with our home grown system and made sure that all of our departments were talking to one another. We chose Salesforce because of its ability to be shaped and molded based on our business model. And you can adapt as your company grows-change things, add things, do whatever you want!

Cons: It did take some months to get our version of Salesforce to be where we wanted it, but for other companies that had more IT resources or time to devote to it would probably not take as long. Make sure you have a project manager or person dedicated to its success and implementation internally or it might not get adopted within your company.

Salesforce is the CRM everyone dreams of

Nov 01, 2017

Trevor M.

Program Coordinator

Philanthropy, 11-50 employees

Used the software for: 6-12 months

Reviewer Source

Source: Software Advice

5/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: Salesforce does everything we needed, and more. As a non-profit, they originally didn't help us that much, but once we were connected with our own representative, she has been super helpful and keen. We used Microsoft Access before for our data management and this is much, much better. While it is a very different tool than Access, I find it does everything that access could, just a bit differently (and mostly in a more consistent / user-friendly way)

hard to organize/maintain different levels of user permissions for different employees

Utilitarian but outdated UI

Mar 05, 2018

Tanner L.

Product Marketing Analyst

Computer Software, 1001-5000 employees

Used the software for: 2+ years

Reviewer Source

Source: Capterra

4/5

Overall

3
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Once users get up to speed, it's a very easy UI to master and accomplish email marketing tasks quickly. Good list management and customizability, along with reporting.

Cons: The UI is quite outdated, and the workflows are very intuitive -easy to get up to speed on, but it does require an "expert" on the team to help you onboard to how the business uses the software, as it's pretty free-form.

Overall: Easy email marketing and list/preference center management.

Salesforce, super CRM

May 22, 2018

Dillon G.

Advisor Development Team

Computer Software, 201-500 employees

Used the software for: 1-2 years

Reviewer Source

Source: Software Advice

4/5

Overall

3
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Salesforce is extremely versatile. Anything you can dream of, you can build in salesforce. The CRM can do some real heavy lifting and integrates with almost every software out there. Tasks enable you to keep track of on-going conversations or to-dos with customers and prospects, while reporting allows you to keep track of how well your team is doing.

Cons: Due to the fact that Salesforce enables the user to build out a large number of custom fields and processes it can become very complex to use. This CRM can be as easy or difficult to navigate as you want to make it.

Salesforce is great for storing all aspects of customer data

Mar 25, 2018

mattt j.

Pre-Implementation Onboarding Coordinator

Hospitality, 1001-5000 employees

Used the software for: 2+ years

Reviewer Source

Source: Software Advice

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: With this product you can store any bit of customer data. This is a sales persons greatest tool. In addition you can create custom objects to enable the support team to better work cases.

Cons: Not all stored data can be pulled into reports. Salesforce does not do calculations on dates or times. This can make it difficult to do everything you need to in the system itself.

Salesforce is Still King of the Hill, even in Marketing

Oct 01, 2015

Nick T.

Director of Sales

Computer Software, 11-50 employees

Used the software for: 1-2 years

Source: GetApp

5/5

Overall

4
/
5

Ease of Use

5
/
5

Customer Support

3
/
5

Value for Money

Comments: Salesforce is the central repository for our business. All of our user activities like signups, payment history, the apps they have used and when, our marketing communications, our presentation collateral, and our customer support....all lie within the Salesforce cloud. It is the key to our customer facing business, and the Marketing Cloud is just one more piece to the puzzle.

Pros: Marketing Automation is hugely important to any business looking to scale their user base. SFDC's Marketing Cloud allows all communications that go to customers to be tracked, seamlessly within your overall SFDC instance. Campaigns to different groups are a cinch to setup. They have a nice, graphic UI for overall management, much better than the core SFDC stuff, for sure. Overall, this is a great tool to add to your company toolkit.

Cons: Maybe I am in the minority, but just about anything in Salesforce takes a little bit more time to learn than it seems like it should. Their UI is a touch clunky, and it certainly could use more design.

One of the Best Email Software Providers.

Jul 10, 2018

John L.

Business Director

201-500 employees

Used the software for: 1-2 years

Reviewer Source

Source: Software Advice

5/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Salesforce Marketing Cloud, previously ExactTarget is one of the top ESPs in the market. It has all the functionality and features you need for a modern day multichannel marketing solution for your business.

Cons: The UI could use a lot of work and is not as intuitive as other systems. It has a lot of features and has a big learning curve to really understand how everything works together. There are multiple ways to accomplish different tasks in the system and it's hard to find the most streamlined solution.

SFDC Easy to Use but Horrible Support

Aug 08, 2017

Abby S.

Vice President

Computer Software, 51-200 employees

Used the software for: 2+ years

Reviewer Source

Source: Software Advice

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

1
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Salesforce.com is pretty easy to use. I'm self taught but have found that it is even fairly easy to customize without having to know their Visual Force code. They have a large App Exchange for companies who integrate into their product.

Cons: Their support isn't very good. I try to find my own answers before ever calling into support or submitting a ticket.

Salesforce super easy

Jul 25, 2018

Kristina W.

Ecommerce Sales Manager

Logistics and Supply Chain, 51-200 employees

Used the software for: 2+ years

Reviewer Source

Source: Software Advice

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Easy to find accounts and account information. If I need to know who their customers account manager is, Salesforce will tell me who is assigned.

Cons: Wish it was linked up with our system SAP. We have accounts that get transferred out of reps names and into another. Just wish the salesforce would stay in tune with that information.

Levels of Salesforce

Apr 12, 2017

Gabbie D.

Senior Account Manager

Marketing and Advertising, 11-50 employees

Used the software for: 2+ years

Source: Software Advice

4/5

Overall

3
/
5

Ease of Use

3
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: If you pay the money, you can make salesforce into an amazing wonderful tool for your business. It's capabilities and customizations can really make your business run smoothly.

Cons: If you do want salesforce to be a functional tool that actually helps your business, you do have to invest a significant amount of money in customization.

Salesforce CRM, the pricey standard (with plenty of pricey options)

Oct 16, 2017

Scott V.

Director

Computer Software, 51-200 employees

Used the software for: 2+ years

Reviewer Source

Source: Software Advice

4/5

Overall

3
/
5

Ease of Use

4
/
5

Features & Functionality

3
/
5

Customer Support

2
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: It does, or can do, what you want it to do. And that is a lot; anything with your Leads, Contacts, Accounts, Opportunities, and email marketing Campaigns.

Cons: It will cost you time, effort to get to the point where it WILL do what you want it to do. For example, making each screen show ONLY what one wants, takes customization.

Best CRM in the market

Jan 03, 2018

Jorge C.

Director

Insurance, 11-50 employees

Used the software for: 2+ years

Reviewer Source

Source: Software Advice

5/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Salesforce has been a great tool for our organization. It has allowed us to forecast appropriately and has us to identify gaps in our sales process.

Cons: At times it can be a little clunky. But that is nature of any CRM. I've looked at a lot of different CRMs in the market and Salesforce has been the best thus far.

Best Email Marketing Tool Available

Mar 13, 2018

Emily M.

Email Marketing Specialist

11-50 employees

Used the software for: 2+ years

Reviewer Source

Source: Software Advice

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: - Great ROI on product
- Easy to use
- Has all the features we want
- Account reps are active in our account
- Great conferences - Dreamforce is amazing

Cons: The tool has a steep learning curve. Some of the training documentation is outdated and customer support can sometimes take awhile to help you.

Exceptional functionality, matching price

Apr 04, 2018

Myca A.

Director, Customer Experience

Philanthropy, 51-200 employees

Used the software for: 1-2 years

Reviewer Source

Source: Software Advice

4/5

Overall

3
/
5

Ease of Use

5
/
5

Features & Functionality

3
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: It's a SalesForce product now! There is still a fair bit of work to be done by the SF team in order to make this platform as good as it could potentially be, but it's on the right track. Great choice if you're a die-hard SF user who wants to get more of your MarComm stack.

Pros: Relatively well integrated with SalesForce, so this is a good choice if you're fully utilizing SalesForce for tracking sales. There are plenty of bells and whistles that allow you to take full advantage of advanced marketing automation and campaign management.

Cons: Non-profits and other smaller organizations may find it challenging to implement this platform. It is highly extensible and customizable, but that also means that there can be a high cost associated with any customizations. Several colleagues who are actively using this platform have mentioned challenges with upgrades and such.

Once you figure it out, opportunities to engage consumers in email are endless.

Apr 22, 2018

Verified Reviewer

51-200 employees

Used the software for: Less than 6 months

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: It's built to handle large-scale email communications and does its job very well. You have the ability to create engaging customer journeys and can make a great impact with your consumers. Customer support has been super helpful. I've engaged support via phone, email, and Chatter, and it's always top-notch.

Our organization just switched to using Content Builder within Marketing Cloud, and it is much easier to build emails without having to rely on HTML coding.

Cons: There aren't a lot (any?) resources out there for learning how to use Marketing Cloud, so I had to self-teach with my coworkers. This could be difficult for people who have to use this software but aren't technically inclined.

Not all pending sends will list themselves under "Pending Sends," so that has caused some issues with accidentally sending the same email to the same list more than once. Seems like there are a few features like that that could definitely be improved.

Overall Salesforce delivers

Feb 09, 2017

Patrick T.

Director of Marketing

Logistics and Supply Chain, 11-50 employees

Used the software for: 6-12 months

Source: Software Advice

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

3
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: My organization uses Salesforce Marketing Cloud to help provide quantifiable metrics for our marketing spend.
Overall, we have found it to be a robust platform. The marketing automation it is able to perform is top-notch.
It has helped us to engage integrate our "thinkers" (analysts and data-driven specialists) with our ability to engage our consumers, both B2B and B2C.
If your company can afford it, I would recommend it: it is money well spent.

Recommendations to other buyers: I recommend having a paid specialist help set up the interface. We lost valuable time with the software while we internally discovered best practices for ourselves.

Salesforce Marketing Cloud Consultant

Jan 18, 2018

Krishnamurthy S.

marketing cloud consultant

Information Technology and Services, 201-500 employees

Used the software for: 2+ years

Reviewer Source

Source: Software Advice

4/5

Overall

3
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: Need to have more control on SMS Campaigns

Pros: We see SF is doing good by providing 360-degree digital marketing upgrades on SFMC. ExactTarget is changing day to day

Cons: Not only mobile push notifications we need to have web push notifications also.
Need to have more control over Email Campaign Deliverability.

Salesforce

Oct 17, 2017

Udaya Y.

Project Manager

Pharmaceuticals, 11-50 employees

Used the software for: 2+ years

Reviewer Source

Source: Software Advice

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: Free online training to benefit maximum of it. Ther are so many hidden features to explore, often time user does not have time to explore, but regular e,mails with updates and training will be useful.

Pros: It is Cloud based
Can access from anywhere
You do not need your company server
You can set up follow up reminders

A Very Versatile CRM Solution

Oct 03, 2017

Justin D.

Sales Associate

Computer Software, 51-200 employees

Used the software for: 1-2 years

Reviewer Source

Source: Software Advice

5/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: SalesForce can do anything, it seems, with the right amount of effort. They have integrations all over the place, and though it takes a lot of work to make it work how you want it to, you can basically make it do whatever you need.

Cons: SalesForce has a bit of an outdated UI, and their ongoing beta for an updated UI isn't as functional as the old UI. It does a lot, but it could be faster, prettier, and more intuitive.

Cons: Not very user friendly
Training videos are difficult to navigate
Support is costly
Takes a lot of time to customize

Such a great software!

Oct 12, 2016

Sofia D.

Project Manager

Real Estate, 1-10 employees

Used the software for: Less than 6 months

Source: Software Advice

5/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: It is very useful with all the features it has to offer. I was a Marketing Manager at my previous job and used this software daily. Once all the data is imported it is pretty simple to use from there. For those who are manually entering the data, I would suggest to fill out all the fields in order to get the most out of everything. I like all the dashboards and are very user friendly. It makes Social Media marketing easy! All the platforms are offered and tracks analytics for each post.

Pros: The best part is that Salesforce customer service is pretty spot on when I asked for tutorial videos or was stuck on something. I emailed them and they called me as soon as possible. I would talk to the customer service representatives for hours and they would walk me step by step.

Cons: The reports when exported are not very appealing. I wish they were formatted differently. It is a little pricey, but you do have a to work with.

Recommendations to other buyers: Make sure you watch the tutorial video and really get to know your product in order to be able to use it at its full capacity.

Makes building and evaluating marketing campaigns much easier!

Sep 14, 2018

Brittney C.

Marketing Assistant

Publishing, 51-200 employees

Used the software for: 6-12 months

Reviewer Source

Source: GetApp

4/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: I love how this product was able to grow with our company. The marketing team started off being very focused on our own brand awareness goals, but we gradually became more aligned with the sales team and this is one of the few products that still met our needs. We were able to go from simply doing general email marketing (a basic feature) to utilizing more advanced tools allowing us to track communication through the buyer journey and build upsell campaigns. I would recommend this product because it's helpful at every stage of marketing.

Cons: I wish the interface was a little easier to learn or had educational pop-ups when you use a feature for the first time. Even though the features were there for us to use as the company grew, there was definitely a learning curve that we had to power through in order to understand how to use this product on a more advanced level.

Best CRM

Apr 07, 2018

Tomer G.

Marketing Director

Marketing and Advertising, 11-50 employees

Used the software for: 2+ years

Reviewer Source

Source: GetApp

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Best enterprise CRM out there. Use it to store all data from all time on all your customers and generate reports accordingly.

Cons: Implementing a CRM at the scale of SalesForce can cause a lot of heavy lifting for your organization

Salesforce Marketing Cloud

Oct 25, 2016

Christine K.

Salesforce Developer

Insurance, 201-500 employees

Used the software for: 6-12 months

Source: Capterra

4/5

Overall

2
/
5

Ease of Use

5
/
5

Features & Functionality

3
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: It's great to automate email schedules and have dynamic templates to really customize the user experience.

Cons: It can be very overwhelming at first learning Marketing Cloud as a whole.

Overall: We were working with a vendor to implement Marketing Cloud. That didn't go so well so now we are starting from the ground up. Marketing Cloud is very robust in terms of functionality and offers a lot of features, there is lots to learn but after you get past that hurdle you can see the benefits of using Marketing Cloud. Backend functionality could be improved a bit to be on par with Sales Cloud but I'm sure that's to come in future releases (ie permission updates)

Good tool for us for need some help.

Oct 05, 2016

Kristi T.

Marketing

Marketing and Advertising, 1001-5000 employees

Used the software for: 2+ years

Source: Capterra

4/5

Overall

3
/
5

Ease of Use

4
/
5

Features & Functionality

3
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Journey Builder, access to data

Cons: Little training unless purchased separately.

Overall: Good tool but training has to be done separately or on your own. It's been a little hard to ensure we're using it to its full capability unless we figure it out on our own or hire someone to train us.

Salesforce Review

May 18, 2017

Kelly B.

Director, Opportunity & Development

Computer Software, 201-500 employees

Used the software for: 2+ years

Source: Software Advice

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: User friendly and super easy to learn new options/reports.

Cons: While I believe this tool is user friendly and has lots of capabilities, I have heard some members state that the terminology used is difficult to translate.

Great Tool for Managing Large-Scale Deliverability

May 11, 2018

Kyle B.

Major Account Manager

Management Consulting, 1001-5000 employees

Used the software for: 1-2 years

Reviewer Source

Source: Software Advice

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: This product is great and really assisted our team with getting our clients messages delivered efficiently to the inbox. The level of reporting is stellar and the company is great

Cons: Great products generally cost a premium and this is no exception. While not really a con, you need to know what you can afford and see if what you get meets the demand.

Powerful, Simple and complex at the same time

Oct 16, 2018

Yazir P.

New Projects Manager

Retail, 1001-5000 employees

Used the software for: 1-2 years

Reviewer Source

Source: Software Advice

5/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: Can be complex or can be very simple. Lots of functionalities

Pros: Very easy to use email software
A/B testing functionality is very flexible allowing you to increase performance of emails
HTML tools are helpful in creating emails

Cons: Better analytics are needed!!
Backend can be complex
There are sometimes too many ways to do the same thing. Making it confusing

Top of the line, hard on the bank but effective CRM

Jan 18, 2018

Monica Acon A.

Sales Manager

Computer Software, 1001-5000 employees

Used the software for: 1-2 years

Reviewer Source

Source: Software Advice

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

3
/
5

Customer Support

2
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Sales Force CRM is a really effective program. Our company switched to Sales Force from Microsoft Dynamics and have seen a substantial change. It is easier to use and we can keep track of data more effectively

Cons: The switch is a substancial investment for a company. It is not worth it for a small company. The cost of the software is the only negative

Salesforce Marketing Cloud

Dec 06, 2016

Ashley D.

Photographer

Photography, 1001-5000 employees

Used the software for: 2+ years

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Able to see step by step where your marketing tools helped you get where you are.

Overall: Salesforce truly looks at every aspect of Marketing and supplies the tools needed to provide you the correct steps to see every aspect of your product's growth.

Helps create strong long-lasting relationships

Apr 14, 2017

James D.

Director

Telecommunications, 1-10 employees

Used the software for: 1-2 years

Source: Software Advice

5/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: When asked how I keep up with everything my typical reply is "I've got the right tools." Salesforce is my go-to Marketing Platform when I open my toolbox. The pricing is very reasonable and it really took my business to the next level.

Pros: It feels like their stuff was made for me. It's all very intuitive and it just makes sense.

Cons: Very overwhelming with all of the information that becomes available to you.

The worst....

Feb 19, 2015

Mason P.

Marketing Coordinator

11-50 employees

Source: GetApp

1/5

Overall

Comments: Going to do a short list here...
-No consistent browser compatibility/takes two browsers to send one email: I have to design & preview emails in Chrome but content does not load in guided send box, so I have to send them via Safari, but in Safari content doesn't load in preview tab, so I'm basically sending blindly once I've created the email in Chrome.
-Lag time: It can take up to one minute for pages to load within the platform. The platform times out on me at least 3 or 4 times a day when trying to navigate through different pages in the console.
-Customer service: Non-existent. The service our account manager has provided has been abysmal. When I tried to communicate these issues they were ignored until I said something on Twitter. He then took them seriously, but to the day, has still never provided me with a resolution, and would not even follow up on progress unless I prompted him by asking where we're at in the process. We also received 3 invoices after paying a massive lump sum, that are apparently due payments on the invoice we've already paid. I've been trying to get ahold of accounting there for a week to no avail. This afternoon I was even transferred to HP (the computer company) when I asked to speak to accounts payable dept. No lie. That really happened.
I could go on for hours... but I have to struggle through their platform to get some more emails out for the rest of the day. We're moving platforms next week and I cannot wait. Our annual cost with the new platform will be less than one quarter with Exacttarget.
tl;dr version: The UX is terrible, customer service is non-existent, and it's massively overpriced. Look elsewhere - avoid at all costs.

Pros: You can send emails....

Cons: Too many to list... Trust me... we tried for over a year. It is not a matter of our email expertise. They are an enterprise, and they treat you like the little man you are comparatively.

Vendor Response

by Salesforce Marketing Cloud
on February 23, 2015

Hi Mason,
We are sorry to hear that you're experiencing these issues, and I¿m continuing to escalate with our internal team based on your feedback. Would you be willing to share some screen captures of the issues so that we can send them over to our product team?
Thanks,
Katie

The leader in integration and automation!

Sep 29, 2015

Lyndsay R.

Internet

Used the software for: 1-2 years

Source: GetApp

5/5

Overall

5
/
5

Ease of Use

5
/
5

Customer Support

5
/
5

Value for Money

Comments: Salesforce is hands-down the best CRM out there. I have worked with it in both small business and large entity capacities and it works perfectly for both.

Pros: I think the best part about it is its ability to simply replace many applications because it can function in place of them. Data, Knowledge, Contacts, Accounts, automated email campaigns, social media, Support tickets, scheduling reporting - all in one. The company I work for now has separate applications for all of these and only the sales team uses Salesforce. It feels like such a waste.

Cons: The only con I have perceived is how quickly SFDC moves forward with new features - and the amount of focus they put on things they are rolling out. Sometimes, I think the energy would be better spent improving the current features.

Lots of options, hard to find the one you need

May 01, 2018

Katie S.

Office and Communications Manager

Philanthropy, 1-10 employees

Used the software for: 2+ years

Reviewer Source

Source: Software Advice

3/5

Overall

1
/
5

Ease of Use

1
/
5

Features & Functionality

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Salesforce is a powerful CRM tool that is widely used in a variety of industries. It has a lot of features and integrates with many other types of software.

Cons: Data entry can be cumbersome. The system is not intuitive and neither is the layout of screens, though some of that can be customized. When it comes to running reports, there are a lot of pre-built ones, but most of those aren't useful. I usually find myself having to build my own, and that process is cumbersome and not at all intuitive. There are many different types of reports and it's hard to find the one needed to get the data that I seek. Also, it does not do a great job of tracking contacts who are associated with multiple accounts (such as a representative of multiple companies), and there is not a way to show affiliations between multiple accounts (such as divisions of a large company).

Great system to streamline marketing initaitives

Oct 22, 2018

Melissa C.

Digital Marketing Manager

Marketing and Advertising, 11-50 employees

Used the software for: 6-12 months

Reviewer Source

Source: Software Advice

5/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

2
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: If you sign a contract, look into any consulting services they have. This will help you get up to speed on the platform and help configure some of the triggered messaging.

Pros: Great usability for email. For more robust functions, you will need a team assistance. The system is great at sending mass amounts of transactional messages.

Cons: You must have a developer to assist with API calls. Most of the functionality will need set-up. There will need to be integrations with your website and database for triggered sends.

CRM Sales for all

Oct 12, 2018

Maurice A.

AVP-Marketing and Communications

Computer Software, 1001-5000 employees

Used the software for: 1-2 years

Reviewer Source

Source: Software Advice

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: Recommended easy to used!

Pros: This application software helps to manage all sales outcome, it analyze your sales report via email management. it can see email feedback and also bounce report for email.

Cons: This application software I don't see any problem. I can recommend this for those who need management in there sales outcome

If you are in sales then you MUST use Salesforce

Apr 06, 2018

Brian A.

Sales Manager

11-50 employees

Used the software for: 1-2 years

Reviewer Source

Source: Software Advice

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: I use Sales force because it integrates with most auto-dialers and lets me organize and keep in contact with my customers and prospects. I didn't realize how much I was loosing before using Sales force.

Cons: Salesforce can do so much that learning the features can take some time. Lots of apps and upgrades to learn.